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Production Support Engineer
4 months ago
SitelogIQ is a rapidly growing company focused on making buildings better. We provide planning, design, and management solutions for organizations that want efficient and sustainable building environments that are healthier and safer for their occupants.
In your role as Production Support Engineer, you will support our customers ensuring they have a seamless experience with our mySiteIQ software platform. You will diagnose and troubleshoot software issues, develop software solutions to Improve the customer experience, and enhance our customers' satisfaction through exceptional service. You will be part of a fast paced, exciting technology team and you will report to the mySiteIQ Senior Product Manager for SitelogIQ. This is a hybrid role located in Chicago, IL.
Production Support Engineer Responsibilities:
- Customer Support: Provide technical support to customers addressing their queries and issues related to our software products.
- Issue Diagnosis: Investigate, diagnose, and debug production issues coming from agents, alerts, and other escalation paths and ensure timely and accurate resolution of issues.
- Collaboration: Work closely with the development team to identify and resolve software bugs and issues, and to provide feedback for product improvement. Participate in day-to-day team activities as part of an Agile software product team.
- Development: Participate, as needed, in software development to resolve bugs and Implement features relating to delighting the customer
- Iterate & Improve: identify recurring issues and propose/implement solutions to prevent future occurrences.
- Documentation: Create and maintain detailed documentation of support issues, solutions, and best practices. Contribute to product documentation, knowledge transfer, customer knowledge base, and best practices guides.
- Product Testing: As needed, support the product team by executing manual tests (white box and black box).
- Product Knowledge: Maintain an in-depth understanding of our software products and stay updated on new features and updates. Work with product management and development team to enhance product success criteria.
Production Support Engineer Qualifications:
- Bachelor's degree in software development, computer science or related
- 2+ years equivalent work experience in a similar technical field.
- Demonstrated ability to provide exceptional customer service and build strong customer relationships.
- Strong analytical and problem-solving skills, with a detail-oriented approach.
- Working experience with Agile methodology.
- Expertise with hands-on scripting/coding experience in JavaScript
- Excellent communication, both verbal and written, with the ability to explain technical concepts to non-technical users.
Preferred Qualifications:
- Experience with Knowledge Centered Support methodology.
- Experience with ReactJS framework.
- Experience with jest and playwright as test automation frameworks.
- Experience with CI tools, preferably GitHub Actions or Azure Pipelines.
- Experience with Figma or other UI design tools.
- Familiarity with Microsoft Azure Cloud Platform.
No agencies please
Benefits
We offer a highly competitive salary, and comprehensive benefits, including:
- Medical, dental, and vision insurance
- Disability and life insurance
- 401K
- Flex time off
- 12 paid holidays
- Tuition reimbursement
- Opportunities to drive our DE&I efforts by joining our affinity groups, Veterans and Allies Leadership Organization or Women Inspiring & Strengthening Everyone
- Opportunities to give back to our local communities through organized events or fundraisers
More About SitelogIQ
At SitelogIQ, we're focused on creating a great environment for our team first so that it is more energizing and rewarding to focus on creating a great customer experience. That's what we call a win-win.
We partner with clients in K-12, higher ed, government, healthcare, multifamily housing, and industry to optimize energy efficiency, improve indoor air quality, address lighting, and improve the customer experience. With offices across the country, it's rewarding to make a difference in the communities where our teammates live and work.
SitelogIQ is an Equal Opportunity Employer and participates in E-Verify.
